### Answer Your account status is showing as "Verification Needed" because of high-volume calls [(1) ]() . This status means your account is on hold for further verification . To resolve this, you need to contact Retell support via the Customer Support Portal or support@retellai.com . When you raise a ticket, include your company's name, use case, and verification that you represent the company . Since you've already sent an email ticket, the support team should be reviewing your case. They'll work with you to verify your account and restore service.

​ To learn more, see the sources I considered: [[1] Manage your Retell AI account](https://docs.retellai.com/accounts/account) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

i already contacted but still no reply please follow up we need it to work asap thank you.

@AI Evy Account: workspace "John's", login klbautomations@gmail.com i already contacted but still no reply please follow up we need it to work asap thank you.

### Answer I understand your urgency. Unfortunately, I'm an AI assistant and cannot directly follow up on support tickets or escalate cases within Retell's internal systems. Based on community discussions, account holds due to high-volume calls typically require manual review by the support team [(1) ]() [(2) ]() . Response times can vary depending on case complexity and queue volume. Here's what you can do to help expedite resolution: 1. Verify your email was complete When you contacted support@retellai.com, ensure you included [(1) ]() : - Your company's name - Your use case - Verification that you represent the company 2. Double-check your payment method One user reported their hold was resolved after switching from a prepaid credit card to a physical credit card . Verify that you have a valid payment method on file. 3. If you haven't received a response - Resend your email to support@retellai.com with the subject line clearly indicating "Account Hold - Urgent" - Include your workspace name ("John's") and login email (klbautomations@gmail.com) in the body Based on similar cases, holds have been removed once the support team reviews the account details [(2) ]() . The support team will need to manually verify and lift the hold. I don't have the ability to escalate your ticket directly, but providing complete information in your support email should help the team process your case as quickly as possible.

​ To learn more, see the sources I considered: [[1] Verification Needed: Your account is on hold for further verification due to high volume calls](https://discord.com/channels/1186424376300679209/1349674463846727691) [[2] Your account is on hold for further verification due to high volume calls](https://discord.com/channels/1186424376300679209/1345033885158867035) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Based on community cases, payment method issues have been a factor in account holds [(1) ]() [(2) ]() . In one specific case, a user with a newly created account experienced an account hold despite making only 2 failed calls [(1) ]() . The resolution was that they had added a prepaid credit card, but Retell requires a physical credit card . Once they switched payment methods, the issue was resolved . In another similar case, a user was told to "remove your prepaid card should be good. we are not allowed that" [(2) ]() . When they couldn't remove it due to having an active plan, support instructed them to "Add another card then remove" . So the relevance is: prepaid cards are not accepted as valid payment methods on Retell [(1) ]() [(2) ]() . Even if you haven't made many calls, having a prepaid card on file can trigger an account hold . However, for your specific "Verification Needed" status due to high-volume calls, the primary resolution path is still contacting support with your company details [(3) ]() . The payment method check is an additional step that has resolved holds in some cases [(1) ]() [(2) ]() .

​ To learn more, see the sources I considered: [[1] Verification Needed: Your account is on hold for further verification due to high volume calls](https://discord.com/channels/1186424376300679209/1349674463846727691) [[2] Error: Account on hold due to high call volume](https://discord.com/channels/1186424376300679209/1350684547833925642) [[3] Manage your Retell AI account](https://docs.retellai.com/accounts/account) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Yes, the payment method issue can still be relevant even when the notice specifically states "high volume of calls." [(1) ]() [(2) ]() Based on community cases, users received the exact same "high volume of calls" message in situations where the actual issue was related to payment methods, not call volume . In one case, a user had only made 2 failed calls and still received the high-volume warning [(1) ]() . The resolution was switching from a prepaid card to a physical credit card . In another case with the same "high volume of calls" message, support responded that prepaid cards are not allowed and instructed the user to add another card then remove the prepaid one [(2) ]() . So while your notice says "high volume of calls," the underlying issue triggering the hold could be your payment method [(1) ]() [(2) ]() . It's worth checking whether you have a prepaid card on file, as this has resolved similar holds even when the error message referenced call volume . That said, the official resolution path for "Verification Needed" status is still to contact support@retellai.com with your company's name, use case, and verification that you represent the company [(3) ]() . The payment method check is an additional troubleshooting step that has worked in similar cases [(1) ]() [(2) ](

42) .

​ To learn more, see the sources I considered: [[1] Verification Needed: Your account is on hold for further verification due to high volume calls](https://discord.com/channels/1186424376300679209/1349674463846727691) [[2] Error: Account on hold due to high call volume](https://discord.com/channels/1186424376300679209/1350684547833925642) [[3] Manage your Retell AI account](https://docs.retellai.com/accounts/account) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.

### Answer Based on the available sources, this is not a bug—it's part of Retell's security measures [(1) ]() . According to a Retell team member, "Due to multiple hacking attempts, we've had to strengthen our security measures, including blocking high-risk regions based on third-party recommendations" . The "Verification Needed" status for high-volume calls is a deliberate security control [(2) ]() . The account hold mechanism itself is working as designed . What can appear confusing is that the same "high volume of calls" message may appear in different situations—sometimes related to actual call volume, sometimes triggered by payment method issues, and sometimes related to IP blocking or regional security measures [(1) ]() . This isn't a recent bug. It's an intentional verification process that Retell uses to prevent fraud and abuse [(2) ]() [(1) ]() . The support team manually reviews each case and lifts the hold once verification is complete [(1) ]() . Since you've already submitted your ticket with your company details, the support team should be processing your verification request. For approved businesses, they will work to resolve the hold accordingly .

​ To learn more, see the sources I considered: [[1] Discord message from @eviewang_ on 2025-03-13](https://discord.com/channels/1186424376300679209/1186462578310910112/1349830945020055602) [[2] Manage your Retell AI account](https://docs.retellai.com/accounts/account) ​

Feel free to tag @AI Evy with additional questions. I also appreciate feedback, it helps me improve.